Managing knowledge in weakly-structured administrative processes

IT support for knowledge workers in their daily work can take many different guises: groupware systems and information access and retrieval tools support knowledge processes, while workflow management covers the support for rigidly structured processes. However, what is missing so far is an environment that integrates the business process and knowledge management aspects of weakly-structured knowledge work and actively supports the worker in using and adding to knowledge resources. This paper aims to present a new approach to support weakly-structured knowledge-intensive business processes. As an example we sketch a case study from the Greek public sector.